What’s the Role:  

We are looking for a Product Owner to drive our regional employee support strategy and execution as part of our team based in New York. In partnership with our Service Delivery  Chief Product Owner, you will be accountable for developing the strategy and executing the delivery of all aspects of Bloomberg’s employee technology customer service experience within your region. You will be responsible for understanding the regional and global business landscape, communicating the vision, and supporting a customer service strategy that focuses on the employee technology experience with an emphasis on operational excellence.   
Areas of focus include regional operational strategy and execution, support of the technology lifecycle, data analysis to support and influence knowledge governance, process documentation & automation at a global level, and more. You will bring creative thinking, knowledge of customer service and IT support industry best practices, and innovation to enhance process improvements and change. In this role you will be responsible for leading an agile team to ensure results are delivered in adherence to performance KPIs and SLAs centered on an exceptional employee experience. In addition, you will demonstrate excellent communication skills to partner with our regional people leaders and other product owners across wider support groups to ensure maximum levels of employee experience are achieved for both our end users and the teams servicing them globally.   
  
We’ll Trust you to:  

• Deliver and share our regional customer service priorities and align strategic objectives 
• Through an agile framework, deliver on product increments, identify impediments, and take a proactive approach at finding ways to remove roadblocks 
• Draft key objectives and results, strategies and apply the data for the operation to make business decisions balancing risks and benefits for overall good of the organization
• Collaborate with other internal groups such as CTO, Supply Chain, Facilities, Engineering, etc. 
• Communicate with and manage stakeholders at all levels, flex style as needed to inform and influence outcomes
• Understand your stakeholders’ priorities and how regional nuances need to be accounted for in the global vision  
• Evaluate and partner with regional leaders to manage key performance criteria such as response and resolution times, first contact resolution rate, quality assurance and customer satisfaction scores driving change where needed to deliver an exceptional employee experience 
• Assess internal and external factors that can affect outcomes, leverage problem solving and influencing skills to ensure project plans deliver on intent  
• Understand industry trends in the customer service space to contribute to the user-experience strategy   
• Promote team synergy among operational partners, stakeholders, and vendors   
• Deliver thoughtful change management strategies and rollout of new products for your region in alignment with regional managers

You’ll Need to have:

• Experience in working in a global customer service organization with 24-7 support that delivers the best in place service    
• Proven track record of time management, prioritization, and balancing needs in a complex environment   
• Superior communication skills and the ability to work both independently and collaboratively   
• Strong analytical abilities with a passion for data and evidence-based decision-making   
• Ability to create positive relationships across functions within a large organization, responding with empathy to understand our customer’s needs.   
• Ability to combine human stories and needs with data insights to identify a compelling path forward   
• Ability to work in diverse work cultures and comfortable with non-hierarchical organizations 
• A thorough business acumen that combines process design, workflow optimization, product development, and operations to deliver successful outcomes    
• Ability to work in a global organization with a customer first mindset 

 
We’d Love to see:   
 


• An innovator comfortable articulating a bold vision, creating a strategy around it and executing it.   
• An adaptable problem-solver who is impatient with the status quo, seeks to make things better, and is not afraid to make bold decisions in ambiguity   
• A hands-on leader who builds transparency, values collaboration, holds self and team accountable, and can link what we do and why we do it to empower the team around them to think beyond specific tasks, understand the goal, and drive value for the business 
• Experience in creating and advancing local strategy, process implementations, and life cycle support of corporate PCs, laptops, and mobile devices  
• Knowledge of various means of corporate device life cycle management such as DaaS 
• Innovative approach to spotting gaps and seeking opportunities to incorporate industry best practices and technology to enhance and advance existing processes and workflow  
• Experience in creating robust knowledge base articles that serve both our internal support organization as well as external stakeholders as self-help tools